• Mentored and onboarded junior Support Engineers on advanced troubleshooting techniques including Datadog log analysis, API debugging, reducing new-hire ramp-up by several weeks.

• Authored and published 5 technical workflows/internal troubleshooting guides on Ultimate Agentic AI Agents within the first quarter of being trained on the product.

• Improved internal documentation and knowledge-sharing processes, reducing Ultimate Agentic AI Agent–related escalations by 20% and enabling more customer queries to be solved without a support ticket.

• Achieved and maintained an average customer satisfaction (CSAT) score of 85%, the highest on the team for over 6 consecutive months.

• Consistently exceeded global productivity benchmarks by maintaining 15% higher ticket assignment and resolution rates than the global average.

• Delivered advanced technical support for Ultimate Agentic AI Agents, REST APIs, webhooks, email integrations, trigger workflows, custom apps, etc.

• Performed root cause analysis and bug identification, escalating reproducible issues to Engineering for timely fixes and improved product reliability.

• Designed and facilitated a JWT web widget authentication troubleshooting training for team members, improving team cohesion and technical product understanding.

• Utilized AWS Cloud Infrastructure for multiple CI/CD automation projects for internal developer efficiency and company standardization.

• Guided 3 interns on 2 different projects, assisting with on-boarding, environment setup, introductions to key persons in the company, and managed sprint focus and ticket priority.

• Facilitated meetings with developers globally to understand Company needs and worked to prioritize and develop new features based on developer requests on internal CLI tool.

• Matured Large Asset Storage technology to overcome GitHub’s limitations with AWS S3.

• Pushed app to production that allowed for internal GitHub repository management and created standards for automation potentials using AWS Lambda.

• Worked on shifting development builds to AWS EC2 for efficiency, uptime, and reliability.

• Created documentation for multiple projects including pages on Dev Environment Setup, App Usage Examples, DynamoDB Database Schemas, How to Contribute, and Python Style Guide.

• Named Inventor on Patent Pending technology related to player engagement profiles on Electronic Gaming Machines (EGMs) presented at Global Gaming Expo (G2E) in 2023.

• Developed C++ 5-reel replay functionality for EGMs for G2E presentation.

• Produced new writer class to communicate in-game rolls reset for sales demo experience.

• Implemented RabbitMQ in C# to send and receive custom messages to remote server in order to display new graphics for user achievements on EGM.

• Created documentation and graphics to describe new EGM workflow for internal PowerPoint, presented findings to CTO for next project phase approval.

• Utilized SQL and Python to analyze engagement data to inform marketing campaigns.

• Improved C++ components on data processing pipeline leading to 14% faster processing time.

• Documented several internal processes with step-by-step guides, enhancing Dev efficiency.